1. Minimum 3+ years of experience in a service Desk
2. Excellent communication and conversation skills in English with a Versant Score of 70
3. Good Knowledge of Incident, Change, and Problem Management
4. Manage Service Desk activities, including:
* Owning overall responsibility for the Incident and Service Request process handling on the Service Desk
* Liaise with the Service Manager
* Help with the development and issuance of Service Desk Operational Reports
* Driving automation and self-service improvements, reducing manual effort for repetitive tasks.
5. Resolving technical issues over the telephone, via email, via live chat, and Self-Service, in a friendly and professional manner
6. Advanced troubleshooting and resolution of escalated issues, reducing reliance on higher-tier support.
7. Advanced Active Directory management, including account provisioning, group policies, security access controls, and directory synchronization.
8. O365 administration & advanced support, including Exchange Online, Teams, SharePoint, and OneDrive troubleshooting.
9. Network troubleshooting, including DNS, DHCP, VPN, Firewall rules, and Proxy issues.
10. Remote Desktop & Endpoint Management using SCCM, Intune, or similar tools.
11. Monitoring and managing ITSM queues to ensure ticket categorization, prioritization, and SLA compliance.
12. Generating ...